I see a lot of negative posts about sellers not having any luck with Ebay's appeals system. I had a rather positive experience and feel quite vindicated (so I thought I'd share to boost the holiday spirit)!
I had a buyer file a return, claiming that their customer received a faulty product. I understood their disappointment, but didn't feel that myself or Ebay should be subsidizing a reseller's relationship with their customers. The reseller apparently thought the item was good enough to resell, so my responsibility should have ended there. The fact that the buyer gave this tidbit up in their communication is ultimately what won the case, so please take note of this if you are dealing with a fraudulent reseller.
While I had immediately filed a counterclaim, Ebay's automated system granted the Buyer a return. And imagine my surprise when I received a completely different unit than the one I sold (this probably doesn't surprise some of you). I had sent off a new, manufacturer sealed, item. The one I received back was a disgusting mess (I mean actually disgusting). Not only this, but it had a different manufacturer date and a different serial number.
I was a little shocked, because this buyer has a long history of positive feedbacks and they looked to have a legitimate business presence online. I thought they were taking too much advantage of the return policy but I didn't expect to receive a different item. I realize that buyer feedback is largely protected due to the fact that sellers can't leave negative feedback, but there was no grounds for this behavior. I also realize that some businesses are unscrupulous. Also, accounts can be stolen and resold. So who knows?
I contacted customer support, who insisted that I wait for the refund to be completed and the case to be closed. This is exactly what I did. After the refund was processed, I contacted support again. I described the reselling issues as well as the "switcharoo" issue. While the evidence in buyer communication of the resell is what ultimately won the case, support was happy to receive the switched product claim. They said they are closing down buyer accounts all the time for abusing the Money Back Guarantee. It just takes enough effort on our part as sellers to compile sufficient evidence against a buyer. Obviously, they can't just take one person's word against another.
If you have a fraudulent return, do realize that it might cost you some time to handle it properly. I don't blame you if you don't have that time. It can be a stressful process with all the correspondence and photos and waiting. But please please don't roll over for criminals just because you feel like the system is rigged against you or you are scared of a defect. We only encourage criminal behavior by being so passive. Besides, a mistaken "defect" wouldn't be the end of the world with an otherwise positive selling record.
Ebay doesn't sell products itself so I assure you that they care about sellers too. They don't benefit from losing good sellers. I'll tell you one thing: Customer support here communicates far better with sellers than those working for that other massive online retailer.
90% of the time, an instant refund is the right thing to give a disappointed customer (I often let them keep the product too). I'll bend over backwards for my customers, even if they are being a little absurd some times. I don't mind taking the occasional loss in the name of good service. But we have to draw a hard line between disappointed customers and those that are actively trying to defraud the system.
Long rant, I know. But I wanted you all to know that you can mark one down for the selling team vs. fraudsters and that Ebay handled it efficiently and with great communication. We don't always hear about the positive outcomes. Also, they do take down any feedback received, positive or negative, after an appeal is decided in the seller's favor. I had already left the buyer positive feedback after payment and am happy to have it rescinded.
I've taken the additional measure of contacting the fraudster's business directly to ascertain whether or not they are actually associated with the fraudulent buyers. Once I find out exactly who is culpable (and there are two names involved with my transaction, one the Ebay account holder and "president" of this company, another the recipient and item returner), whether the business itself or a rogue employee or two, I'll be contacting the BBB, IC3, and the presiding police department. I'll also take the step of making my problems known on the business's social media facing fronts if they are at fault and don't address the issue.
Some of you are may think I'm taking this a little far, but I don't take blatant fraud lightly (especially during the holidays and especially when I have to open a filthy mess of a box). Someone has to go after these guys to make up for everyone that has gotten too complacent (myself included).
Anyway, Happy Holidays & Merry Christmas to Ebay, all of its employees, and all of its top-notch buyers and sellers!
RighteousRelics
